ITSMWatch guest columnist Gary Case of Pink Elephant, who literally wrote the ITIL v3 book on Continual Service Improvement, shares his insights on service measurement and reporting.Tags: ITIL, ITIL v3, IT service management

What do you give the ITSM professional who has everything? ITSMWatch has waded through this year's publications to bring you the five best books of 2010.
Tags: ITIL, ITSM, ITIL v3, ITIL books, Christmas guide

By itself ITIL certification will only help you get in the door; you still have to prove yourself once you're there, writes ITSMWatch columnist David Moskowitz of Productivity Solutions.Tags: IT jobs, certification, ITSM, Moskowitz, ITIL v3

Enterprise service management (ESM) is the set of ITIL-aligned tools, processes, and people that ensure IT services are directly linked to the needs and objectives of the business, writes ITSMWatch guest columnists John Ryan and Mark Lees of CSC.Tags: CIO, ITIL v3, CSC, service management, ESM